Lead, Revenue Integrity

Job Summary The Revenue Integrity Lead is responsible for leading the people, priorities, and day-to-day execution of the Revenue Integrity team to ensure customer intentions, company strategies, and desired business outcomes are fulfilled accurately and consistently throughout the customer lifecycle. The role provides direct leadership to Revenue Integrity Analysts across Billing, Operations, Collections, and Product Support. The Lead balances workflow management, employee development, issue escalation, quality oversight, partnership with cross-functional stakeholders, and continuous improvement while reinforcing a culture of ownership, expertise, trust, and shared success.

Primary Responsibilities:

Lead, coach, and develop Revenue Integrity Analysts, setting clear expectations and supporting growth at each level.

Direct team priorities and workflow across Billing, Operations, Collections, and Product Support, aligning resources to customer, operational, and business needs.

Maintain oversight of team performance, work quality, capacity, and service levels; address resource concerns and escalate material risks to department leadership.

Provide leadership for complex, high-impact, or cross-functional issues by clarifying ownership, evaluating resolution paths, removing barriers, and ensuring timely follow-through.

Establish and reinforce quality expectations through effective controls, audits, reconciliations, exception monitoring, root cause analysis, and preventative action.

Create an environment in which knowledge is documented and shared, cross-training is prioritized, and team members understand upstream and downstream process impacts.

Ensure communication from the team is clear, intentional, professional, and appropriate for teammates, business partners, utility partners, and leadership.

Partner with department leadership and cross-functional stakeholders on product, program, process, policy, and system changes, including operational readiness, testing, implementation, and ongoing support.

Use operational trends, quality results, customer impacts, and financial risks to recommend priorities and sustainable improvements to processes, controls, tools, and team capabilities.

Promote accountability, sound judgment, collaboration, and continuous improvement while recognizing individual contributions and strengthening the collective capability of the team.

Other duties and responsibilities as assigned.

Required Skills:

Demonstrated people leadership skills, including the ability to set expectations, provide coaching and feedback, manage performance, resolve conflict, and develop employees at different career levels.

Broad knowledge of Billing, Operations, Collections, and Product Support and the ability to connect responsibilities across the customer lifecycle.

Strong analytical, critical-thinking, and problem-solving skills, with the judgment to direct resolution of complex, ambiguous, or high-impact issues.

Ability to organize team workflow, balance competing priorities, monitor capacity, and maintain reliable execution in a fast-paced environment.

Strong understanding of quality controls, audits, reconciliations, exception management, root cause analysis, and sustainable process improvement.

Excellent written and verbal communication skills, including the ability to communicate expectations, risks, decisions, and recommendations clearly to varied audiences.

Ability to build trust and productive relationships with team members, business partners, utility partners, and leadership.

High degree of accountability, integrity, discretion, and follow-through, with a commitment to accurate work and responsible decision-making.

Ability to support strategic priorities while remaining actively engaged in daily…